Leading the way through the Omnichannel maze.
As we strive to better engage with customers and personalise interactions, how can we make each connection more meaningful?
Authored by Maxine Smith, Managing Director, Uptake Strategies for Communiqué 51 Magazine.
In this article, Maxine Smith, highlights within the healthcare industry, there is a tendency to prioritise technology and processes over the human need to connect and communicate. Maxine advocates for a more people-centric approach to Omnichannel communication. Emphasising emotion and purpose in crafting messages and using a bespoke approach and tone of voice for each channel is essential.
Maxine suggests the goal should be to create meaningful and genuine connections that engage customers and participants in purposeful conversation. This is enabled by technology but centred on human connection.
While technology is essential, it is vital to prioritise human connection and emotion. The energy for Omnichannel needs to be shaped away from pure tech and process-focussed towards a people-centric Omnichannel future.